Servicenow Business Analyst

Role Description

The ServiceNow Business Analyst will act as the main link between our customers and our
technical team. they will be responsible for listening to customer needs, defining the requirements
for new ServiceNow features, and helping to build solutions that make Getronics IT support
processes smoother and more efficient. The main focus will be on the ITSM module and the Service
Operations Workspace.
Responsibilities

1)Solution Design & Documentation:
Collaborate with ServiceNow Developers and Admins to design solutions that meet business
requirements while following the platform best practices.
Create detailed process diagrams, stories, and mockups to effectively communicate design ideas to
both technical and non technical audiences.
Document our current IT support processes and then design improved, more efficient future
processes for incidents, problems, changes, and knowledge.
2)ServiceNow Expertise (ITSM & SOW):
hands on experience working with ServiceNow ITSM capabilities and the Service Operations
Workspace (SOW)
Configure and demo out of the box functionality and prototypes to stakeholders to validate
requirements and design approaches.
Analyze and recommend how to best leverage SOW to improve desk agent productivity and
streamline service operations.
3)Project & Agile:
Work within an Agile/Scrum framework, actively participating in sprint planning, daily stand ups,
and sprint reviews.
Manage and prioritize the product backlog, ensuring user stories are well defined and ready for
development.
Support User Acceptance Testing (UAT) by developing test cases, coordinating testing with
business users, and validating that delivered features meet requirements.
4)
Communication:
Provide regular updates on project status, demos, and key decisions to project sponsors and provide regular updates on project status, demos, and key decisions to project sponsors and stakeholders. Stakeholders.
Act as a bridge between the business and technical teams, ensuring clear communication and Act as a bridge between the business and technical teams, ensuring clear communication and alignment throughout the development lifecycle alignment throughout the development lifecycle.

Required:
3+ years of experience as a Business Analyst.3+ years of experience as a Business Analyst.
Hands--on experience with the ServiceNow platform, specifically the ITSM module (Incident, on experience with the ServiceNow platform, specifically the ITSM module (Incident, Request, Change).Request, Change).
Direct experience working with the Direct experience working with the Service Operations Workspace (SOW)Service Operations Workspace (SOW)..
Proven ability Proven ability to gather requirements and write clear user stories.to gather requirements and write clear user stories.
Excellent communication and interpersonal skills. Excellent communication and interpersonal skills.
ServiceNow Certified Implementation Specialist ServiceNow Certified Implementation Specialist -- IT Service Management (CIS IT Service Management (CIS -- ITSM) ITSM)
Preferred/Good to have:
Preferred/Good to have:
ServiceNow Certified System Administrator ServiceNow Certified System Administrator (CSA) certification.(CSA) certification.
Experience working with Now Assist, Task Intelligence Experience working with Now Assist, Task Intelligence